Technology is changing how claims are filed, assessed and paid while providing policyholders with the ability to track where their claim's progress in real-time. (Photo: TippaPatt/Shutterstock)
Touchless claims – the very essence of the terminology highlights the use of an automated process with minimal human interaction. As insurtech advances and policyholders become more comfortable with utilizing their mobile devices to file and follow the progression of their claims remotely, one wonders how the adoption of a touchless process has been accepted by insurers, adjusters and policyholders.
To answer these questions, Claims magazine and PropertyCasualty360.com are partnering with Celent, a division of Oliver Wyman, to assess how the adoption of touchless claims is faring in the industry. Celent defines a touchless claim as "a process that employs data from the policyholder, agent as well as artificial intelligence to automate the claims workflow and handle a claim without human intervention on the insurer's end."
How are adjusters and policyholders adjusting to a more automated process? How are carriers using this technology? Are there concerns about an increase in fraudulent claims? The survey will examine these questions and more.
The survey is open to insurance professionals through Friday, February 18, and can be accessed here. The results of the study will be presented at the America's Claims Executive Leadership Forum (ACE) in New Orleans, La. Participants who share their emails will also be eligible to receive a synopsis of the Celent report based on the survey results. Industry input will be critical to creating an accurate picture of this aspect of the claims process.
Patricia L. Harman
Patricia L. Harman is the editor-in-chief of Claims magazine, a contributing editor to PropertyCasualty360.com, and chairs the annual America's Claims Event (ACE), which focuses on providing claims professionals with cutting-edge education and networking opportunities. She covers auto, property & casualty, workers' compensation, fraud, risk and cybersecurity, and is a frequent speaker at insurance industry events. Contact her at [email protected]